O2 Insure Galaxy Note 8 Black Stock

[RPN1]

I’ve had an o2insure claim live for almost 1 month now that o2 are unable to fulfill as I’m told there hasn’t been black galaxy note 8 stock in for a while. O2 are obviously waiting on refurbed stock to come in as their website shows ‘new’ handsets in stock. O2 should remember their insurance ts&cs state a new or refurbed phone so if new stock exists why aren’t I being sent it. Is anyone else with a live insurance claim encountering this problem?

[MI5 · Accepted solution]

It's a common complaint but the O2 stock is completely separate from the insurance stock, so the fact that they have them on the shop pages means nothing for the insurance.
I think you will have to escalate this as a complaint as I can't think of any other way for you to get this moving.
Resolver gets good results usually so follow the complaints process link of here http://www.o2.co.uk/contactus

[RPN1]

I’ve made a number of complaints but I’m not being taken seriously and it’s not being escalated. I’ve also been told the phone was on its way to me on three separate occasions, waited in to find the phone was never on its way to me at all. O2insure agents have blatantly lied to me which is all recorded of course. I just can’t understand why they don’t source me a phone to get me off their back as I’m having to ring them daily

[MI5]

Did you use Resolver?
This is a 3rd party so ether monitor the response times and effectiveness of the way companies treat complaints.

[RPN1]

No what is resolver where can I access it?

[Cleoriff]

It's in the complaints link here @RPN1

Resolver

[MI5]

It’s on the first post I answered above.

[jonsie]

There is also the 'Google O2 CEO' option where you can find his personal email which will be dealt with by his own admin staff.

[RPN1]

I tried this but was pointless as I was clearly emailed back by staff that have no daily dealings with the CEO

[jonsie]

As I said, it will be dealt with by his admin staff. They are usually responsive .Did they not offer help?